Putri, Rully Fitria Eka (2018) PENGARUH KUALITAS LAYANAN DAN PENANGANAN KELUHAN TERHADAP LOYALITAS PELANGGAN PERUSAHAAN JASA EKSPEDISI PENGIRIMAN BARANG VIA KERETA API PADA PT. KARYA INDAH BUANA DI SURABAYA. Undergraduate thesis, Universitas Katolik Darma Cendika.
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Abstract
Customer’s loyalty is often influenced by two factors, such as service quality and customer’s complaint. By this case, the researcher want to know the influence of service quality and customer’s complaint to customer’s loyalty in shipping delivery service company PT. Karya Indah Buana, Surabaya. The data that used by the researcher was obtained from questionnaire result that distributed to the customer of shipping delivery service company with a total around 125 respondents. In analysis process, the researcher using several testing to test the data. The kind of test that has been used are Validity Test, Reliability Test, Classic Assumption Test (Multicolinearity Test, Heteroscedasticity Test, Normality test), Multiple Linear Regression analysis, Determinant Coefficient, T Test and also F Test. From the result of multiple linear regression analysis, the Sig. value of service quality variable (X1) is 0,000 < 0,05, customer’s complaint variable (X2) is 0,573 > 0,05 and from ANOVA is 0,001. The result from T Test, value of X1 = 3,618 > 1,979 and X2 = -0,565 < 1,979. After several tests that has been done, the conclusion are service quality give a significant influence to the customer’s loyalty and complain handler not give any influence to the customer’s loyalty.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Uncontrolled Keywords: | service quality, complaint handler, customers loyalty, analysis | ||||||||
| Subjects: | H Social Sciences > HB Economic Theory | ||||||||
| Divisions: | Fakultas Ekonomi > Prodi Manajemen | ||||||||
| Depositing User: | Christina | ||||||||
| Date Deposited: | 03 Feb 2020 06:47 | ||||||||
| Last Modified: | 21 Apr 2020 04:00 | ||||||||
| URI: | http://repositori.ukdc.ac.id/id/eprint/176 |
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